We are committed to providing a quality service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving a professional service or that something could be improved, please tell us. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right.
At first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with us directly. If we cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with us, then you may raise a complaint under this policy.
It would help us if you could email with:
If you would prefer not to email details of your complaint in this way then please call us so that we can understand your concerns.
We will:
In exceptional circumstances it may be necessary to extend these timescales, but we will try to agree any variations with you first. If you remain unsatisfied after 8 weeks at the latest, we will always ensure that you are reminded at that time of how to make a complaint to the Legal Ombudsman if you are eligible to do so.
We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.
If you remain dissatisfied, you may be entitled to complain to the Legal Ombudsman about our service. This service is not available to all clients, however, such as large businesses. The Ombudsman would generally expect clients to follow a firm’s internal complaints procedure first. You can find further information about the Ombudsman on the website www.legalombudsman.org.uk.
You can write to the Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email on enquiries@legalombudsman.org.uk or call on 0300 555 0333.
If you wish to raise a complaint with the Ombudsman then you should not delay bringing it to their attention once our own complaints process has concluded as there are some time limits on when this must be done. For example, normally you must raise a complaint with the Ombudsman within six months of the firm’s own final decision on how to resolve your complaint
The Solicitors Regulation Authority (SRA) may be able to assist you if you are concerned about a lawyer’s or the firm’s conduct. You can raise your concerns at any time with the SRA. The SRA’s postal address is The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Tel no: 0370 606 2555, Email: report@sra.org.uk